It is important to differentiate between the support provided by SAP and the support provided by Clariba.

Clariba Customer Care

Our support and development is timely and personalized and our Business as Usual (BaU ) Services will help you maximize your return on investment and make the most of your BI system. We offer two unique BaU support options that provide peace of mind after your business intelligence implementation.

SureSupport

Clariba SureSupport will help you to mitigate disruptions by solving issues quickly and efficiently. This service will also help you to maintain your BI system so that you get the most out of your investment. Please refer to the BaU Packages section at the end of this document for more information on our SureSupport options.

PerformancePlus

Clariba PerformancePlus gives you the option to modify and enhance your BI system as you use it. Use this service to anticipate future development opportunities and plan ahead for updates, upgrades and other changes that will benefit users. Please refer to the BaU Packages section on the following page for more information on our PerformancePlus options.

SAP Support Services

Sap also offers maintenance and support services for its licensed software. Maintenance and support services are provided for a recurring fee. If a valid maintenance contract is in place, the Licensee receives, among other services, access to SAP’s support infrastructure, access to corrections to the licensed software, and to new releases of the licensed software.

Customer must choose one of the below described SAP support offerings for its entire SAP landscape. Mixed SAP landscapes are not permitted.

SAP Standard Support

SAP’s basic support offering, delivers knowledge, tools, and functions that help customers to implement, maintain, and enhance their SAP solutions.

SAP Enterprise Support

The focus of SAP Enterprise Support services is to enable the holistic management of the IT landscape over the life cycle of the customer’s SAP solutions.

• Clariba Customer Care Guide